Customer Service Representative

Position : Customer Service Representative

Location : Sparks, MD

Duration : 12 Months Contract

Start Time : 11:30 AM

End Time : 8:00 PM

Total Hours/week : 40.00( Mon- Fri)

Qualifications:

• Requires an Associate’s degree
• Minimum 3-5 years proven experience in a customer service oriented environment
• Ability to work 11:30-8PM shift •Ability to be stationary for a period of time and take scheduled lunch breaks
• Accurate typing skills, with a minimum of 55 WPM •Excellent Interpersonal and communication skills, with a desire to drive the customer experience to the next level
• Great listening skills, ability to pay attention to detail, be focused, positive, and results driven
• Problem solving and business acumen is a really strong desirable
• Understands SAP or Service Max, a plus
• Some understanding of molecular and microbiology sciences or healthcare, a plus
• Ability to resolve escalated or complex issues or handle conflict resolution with little or no supervision, a plus •Strong rapport building skills, a plus

Responsibilities:

• The Customer Experience Representative is responsible for Routing inquiries and problems in a call center/help desk environment for clients and customers.
• Accountabilities This role is responsible for, but not limited to:
• Associate is responsible for triaging incoming calls from hospital and lab technicians utilizing client instruments to direct those clients to the appropriate team
• Utilizing tools and resources to identify the root cause and transfer the customer to the correct department
• Daily management of the customer experience through processing emails and phones calls
• Outbound calling to customer to close escalations when delegated from the Customer Experience Manager
• Facilitate customer resolutions of product issues and escalations, determining and initiating appropriate actions through collaboration within and among other departments to ensure customer satisfaction •Create win-win solutions, enhance the customer experience, look for projects within the organization that will take the company to the next level
• Other duties, as assigned

Comments/Special Instructions

• All candidates must have excellent phone communication skills.
• Candidates must have reliable transportation as the site is not accessible by public transportation. .